Advice Line coordinator

Advice Line coordinator Job Description: Advice Line Coordinator Location: London - Saville Row office About Food Alert & The Citation Group Food Alert is a leading food safety and health & safety consultancy working across the UK. We specialise in the hospitality sector supporting standout names like BrewDog, Dishoom, The Ivy Collection, and Citizen M, while also serving clients in retail, leisure, education, and healthcare. We’re part of The Citation Group, one of the UK’s leading providers of Health & Safety, HR, Employment Law, and ISO services. With 110,000+ clients, 15 acquisitions in 3 years, and backing from KKR, Hg Capital, and HarbourVest, our growth is accelerating—and we want you to be part of it. At Citation, we don’t just provide jobs; we build careers that inspire and empower. We’re a fast-paced, forward-thinking group that values action over politics, people over process, and passion in everything we do. Job Specification To support the Advice Line service, responding to both phone and email queries or escalating more technical queries to Food Alert Technical personnel, as relevant. To triage/manage accident and incident reports and liaise with client sites, ensuring accurate report completion, action close out and escalation of high-risk cases. Reporting of client RIDDOR accident and incident cases to the HSE as relevant. Ensuring review and completion of accident & incident and alleged food poisoning cases in line with internal procedures and KPI’s. To manage assigned allegations of food poisoning as logged on the online compliance platform by clients, liaising with client sites ensuring comprehensive investigations and escalation of high-risk cases. Collation of alleged food poisoning evidence as required, especially in relation to potential outbreaks. Collation of food poisoning investigation outcome letters for approval by clients and subsequent distribution to complainants. Management of relevant client Environmental Health enforcement reports, collating evidence of action completion and liaison with Local Authority Environmental Health departments, on behalf of client sites. Collation of Food Hygiene Rating Scheme re-rating reports on behalf of client sites. Escalation of client Food Hygiene Rating Scheme reports to Food Alert Technical personnel to investigate potential appeal opportunities. To provide reports on Advice Line activity and related cases on a predetermined basis. Ability to assess & analyse data/information and draw relevant conclusions, plus make appropriate recommendations. Able to draft, with accuracy, internal and client-facing reports, client and customer letters, identify errors, organise workload efficiently/effectively. Person Specification A strong customer focus and excellent relationship building skills Excellent interpersonal skills Strength of character and the ability to achieve positive change Ability to work as part of a team and independently when needed Willingness to learn and develop Be proactive and ready for a challenge Working in an administrative role Used to working in a fast-paced environment and switching between a variety of tasks Proficient in Microsoft Office, primarily Word and Excel Experience using Salesforce and AI in a professional setting desirable but not essential Apply now for further information! Work Location: Hybrid remote in London W1S 3PE Department Professional Services - Food Alert Locations Food Alert Remote status Hybrid About Citation Group The Citation Group provides mission-critical compliance, HR and health & safety services and software to over 120,000 businesses across the UK, Australia and Canada. Professionals with personality - serious about what we do, brilliant to work with. Backed by Hg, KKR and HarbourVest. Founded in 1995 Co-workers 2000 Turnover 200M